NEW $10,000 sign-on!! Service Delivery Manager - San Francisco

Location
San Francisco County, California
Posted
Nov 22, 2021
Required Education
Bachelors Degree
Position Type
Full time

About PerkinElmer

Imagine a world where you could detect health issues sooner to treat them more effectively. Where food and water are always safe, even in remote corners of the earth. And where scientific and medical research are enhanced to solve the greatest challenges of our times. At PerkinElmer, we imagine this world every day. Then, we innovate and collaborate to make it happen everywhere.  We are global biotech leader with 15,000 employees and $3.8B in revenue.

What we offer?

  • Generous Paid Time Off
  • Paid Volunteer Day – “Impact Day”
  • Paid Sick time
  • 10 Paid Holidays
  • Tuition Reimbursement - $7,500 annual
  • 401k Retirement Plan with dollar-for-dollar match up to 5% of your eligible pay
  • Employee Stock Purchase Plan
  • Various voluntary insurance benefit plans
  • Pet Insurance
  • Employee Stock Purchase Plan
  • Dental Insurance
  • Medical Plans with HSA & 100% coverage for in-network preventive care

Job Summary:

Accountable to the Area Manager and General Manager, the Site Leader ensures the delivery of best-in-class customer support (service, preventive maintenance, laboratory services, and parts inventories) through effective resource planning and deployment and team and business development of the on-site team. Act as a primary point of contact for all local site issues. Responsible for managing on-site service resources within this assigned group to achieve established revenue and profitability goals and the customer SLA’s.  Interface with the Area Manager and/or General Manager on a frequent basis to review operational performance, customer satisfaction status, staffing optimization and business expansion opportunities.

  • Apply directly via this link: https://bit.ly/siteleadPKI 
  • Connect with us today and email Michelle:  michelle.weinstein@perkinelmer.com

Duties and Responsibilities:

  • Manage on-site service team to provide maintenance and support of in-scope equipment to insure best-in-class service within established time frame in the assigned OneSource account
  • Facilitate and approve purchase orders for in scope assets, approve purchase orders for repairs and yearly preventative maintenance
  • Responsible for managing on-site service resources to achieve customer service level agreements
  • Communicate with customer facility manager on day to day operations
  • Perform on-site lab walks to establish and maintain client relationships
  • Lead monthly metric meetings with management team where issues and path forward are discussed
  • Mentor and train staff at client location regarding best in class customer support, follow up communication and specific product line skills to drive growth and customer satisfaction
  • Work with Area Manager and/or General Manager to ensure on-site team is efficiently deployed and has proper training with cross training opportunities defined
  • Ensure adequate planning and coordination of coverage to meet customer needs and achieve established operational metrics
  • Ensure customer needs are met and high-quality service and is delivered throughout multiple workstreams 
  • Interpret SOW and associated agreements and ensure that resources are deployed consistently with defined objectives
  • Act as liaison between on-site staff and support to escalate critical issues
  • Collaborate with Area Manager and/or General Manager to drive talent development, overall business performance, and succession planning
  • Take an active role in developing on-site resources through mentoring and/or training activities
  • Accountable for all assigned staff administrative duties; including on-boarding, work hour documentation/approval, expense report approval, time-off, etc.
  • Address disciplinary and/or performance problems when necessary in accordance with company policy
  • Actively participate in compiling monthly and quarterly reports per the KPI/SLA requirements
  • Focuses on improving and implementing best practices related to GMP and GLP procedures
  • Work with on-site and back office teams to obtain data, interpret, format and present to the customer

Basic Qualifications

  •          Bachelor’s degree in Biology, Chemistry, or Electronics related discipline.
  •          2 or more years of relevant experience with analytical laboratories and/or service delivery

PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.